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THE WORLD WIDE FARRIERS DIRECTORY

Creating Policies for your Customers

Many farriers don't create a policy for their customers or firm scheduling criteria when they began shoeing. If this sounds like your story, I'm sure you can relate to how almost any work that came in was welcome and uncomfortable conditions did not cause great concern. As you established yourself, however, and developed your skills, you probably noticed (and became annoyed with) less than ideal working conditions and/or customers. Here are a few tips for you if you're just getting started or even if you've been in business for a while.

Scheduling
When you develop scheduling policies you will have much better control of your business and hence, profitability. Stress the importance of regular hoof care to your customers. Perhaps a six-week rotation would be ideal but flexibility with your customers who are not professionals is important too. When they to agree to 7-8 weeks or fewer. you will find this goes a long way toward efficient time management, which benefits you and the good condition of the hoof benefits your customers.

Set realistic schedules and allow enough time for the unexpected.

Stick to your schedule and communicate with your customers when conflicts arise. Don't make a habit of changing your schedule. If you have customers who are willing to get on a schedule you owe it to them to do everything possible to be there - on time.

Make sure your customers understand your requirements if they can't meet a scheduled appointment by setting a requirement for advance notice of schedule change.

Information collected in your database is useful in setting up schedules and implementing policies because it is an invaluable tool in your communication efforts. Good policies enhance your customer service and increase efficiency- the key to improving your bottom line!

Working conditions
Dave Farley talks about working conditions and 5 important factors for doing the best work possible. He helps customers understand that if any of the conditions are not optimal it will make the final job more uncertain. Customers are generally willing to improve conditions if you present what you need this way.

1. Clean work area
2. Dry work area
3. Flat work area
4. Well lit work area
5. Well behaved horse

Value each requirement at 20% and explain to your customer that you can work up to 100% of your ability if all needs are met. If any needs fall short, your final job may not be 100%. As a farrier, it's important to be firm and clear when discussing the well-behaved horse category. It's a tough and risky job with a good horse. Your physical and financial well being are greatly endangered and magnified by an unruly horse.

Payment
Cash flow is important and establishing firm policies on payment early in your career can avoid many potential headaches. Payment on completion of work is ideal. If you choose to bill, the habit of invoicing at least weekly, if not dail,y is important to develop. Request payment in 10 days or 30 as an outside maximum. The shorter the payment period, the stronger your cash flow. Waiting to send monthly statements strains your cash flow even when your clients pay promptly after receiving the statement. If you choose to do work on account be firm with your terms, regardless what they are. Don't let your customers get in the habit of paying late. After all, you are running a business. Remember this when dealing with your suppliers since they have an even tighter margin and depend on your timely payments to keep inventory and service levels up.

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